Under what circumstances should there be an entry in "My Queues (0)"? I have two open tickets in a queue that is marked as Mine, yet the indicator is stubbornly zero. Thanks
Hi Ed,
Under what circumstances should there be an entry in "My Queues (0)"?
When tickets exists that nobody is working on.
I have two open tickets in a queue that is marked as Mine, yet the indicator is stubbornly zero.
If these tickets are marked as yours (i.e. you locked them), they will disappear from the QueueView. You'll find them in "Locked Tickets", the icon at the top to the right. Locking and Unlocking is a confusing terminology. -- Lars
Hi Nils,
Locking and Unlocking is a confusing terminology.
I don't think so, actually. 'Working on' is more confusing as it is perfectly possible to have locked a ticket but not work on it (e.g. it's set to pending reminder).
When you have worked extensively with OTRS, Locking and Unlocking makes sense. But new users and users that are not skilled systems maintainers find it a confusing concept. In our installation agents "Take" a ticket (just think of it as a physical object) that they intend to work on. If they can't or won't work on the ticket any more, they "Release" it back into the Queues. The icon in the top right is called "My Tickets" instead of "Locked Tickets" which makes a lot more sense to common users. -- Lars
Hi, Ed Greenberg wrote:
Under what circumstances should there be an entry in "My Queues (0)"?
I have two open tickets in a queue that is marked as Mine, yet the indicator is stubbornly zero.
Marked as mine may be confusing here as well. Did you select the queue? Is it highlighted in your preferences screen? Just becuse it is listed, means you have read/write on the queue. The trick is that the queue has to be highlighted. One indication of this is that the queue which holds the ticket has a number higher then 0. That means there is an unlocked ticekt in that queue, but your myqueue will be zero if this queue is not properly selected. -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann
participants (4)
-
Ed Greenberg -
Lars Jørgensen -
Nils Breunese (Lemonbit) -
Shawn Beasley